This policy applies to credit packs purchased on our website or in the Duck Do desktop app. Those orders are processed by Paddle.com, our Merchant of Record, which issues refunds to your original payment method. Purchases inside the iOS or Android app are covered in section 7.
1. Refund window
You can request a full refund of a credit pack within 14 days of the purchase date, as long as none of the credits from that pack have been used. No reason is required.
2. Packs you have already used
We don't refund part of a pack. Once any credits from a pack have been used, that pack and the credits left in it are no longer refundable — the same rule as subscribing to a tool and using it during the billing period. Credits are treated as used in the order they were purchased.
If you believe a charge was wrong rather than a change of mind, section 3 applies at any time and is not limited by this rule.
3. Charges caused by our errors
If a task fails because of an error on our side — for example a server restart or a failure of an upstream model service — the usage it consumed is not charged, or is credited back to your balance automatically. If you believe you were charged incorrectly, contact us at any time, not only within the refund window, and we'll correct it.
4. What isn't refundable
- Packs from which any credits have already been used (we don't refund part of a pack), except as described in section 3.
- Requests made more than 14 days after purchase, unless required by law or the purchase was the result of an error on our side.
- Promotional, bonus or gifted credits that you did not pay for.
- Accounts closed for fraud or a serious breach of our Terms, to the extent permitted by law.
If we close your account without any breach on your part, for example because we discontinue the Service, we refund the remaining balance of purchased credits regardless of when they were bought.
5. How to request a refund
- Find your order: open the receipt email from Paddle, or look up the order at paddle.net.
- Request the refund through Paddle from that receipt or paddle.net, or email us at [email protected] with the email address of your account and the order number.
- We'll confirm within 【待用户确认：客服回复时效（建议 2 个工作日）】. Approved refunds are issued by Paddle to your original payment method; depending on your bank, the money usually appears within 5–10 business days.
6. After a refund
The refunded credits are removed from your balance. If some of them were used after you asked for the refund, your balance may become negative and paid usage pauses until it is settled.
Please contact us before filing a chargeback with your bank — we can usually resolve billing problems faster. While a chargeback is open, paid usage on the account may be paused.
7. App Store and Google Play
Credits bought inside the iPhone app are sold by Apple, and credits bought inside the Android app through Google Play are sold by Google. Refunds for those purchases are handled by Apple at reportaproblem.apple.com or by Google through Google Play under their policies; we can't issue them ourselves. When Apple or Google refunds a purchase, the related credits are removed from your balance.
8. Your legal rights
This policy doesn't limit any rights you have under consumer law. If you are a consumer in the EU or UK, you have a 14-day right to withdraw from a purchase of digital content. By starting to use the credits, you ask us to begin providing the service immediately and acknowledge that you lose the right of withdrawal for the credits you've used; unused credits remain refundable as described above.
9. Contact
Mayuniverse
【待用户确认：注册地址】
Email: [email protected]